Categorize storage devices and backup media

• FDD
• HDD
• Optical drives
• Removable storage

Explain motherboard components, types and features

• Form Factor
• I/O interfaces
• Memory slots
• Processor sockets
• Bus architecture
• Bus slots
• PATA
• SATA, eSATA
• Contrast RAID (levels 0, 1, 5)
• Chipsets
• BIOS / CMOS / Firmware
• Riser card / daughterboard

Classify power supplies types and characteristics

• AC adapter
• ATX proprietary
• Voltage, wattage and capacity
• Voltage selector switch
• Pins (20, 24)

Explain the purpose and characteristics of CPUs and their features

• Identify CPU types
• Hyper threading
• Multi core
• Onchip cache
• Speed (real vs. actual)
• 32bit vs. 64 bit

Explain cooling methods and devices

• Heat sinks
• CPU and case fans
• Liquid cooling systems
• Thermal compound

Compare and contrast memory types, characteristics and their purpose

• Types
• Parity vs. Non-parity
• ECC vs. non-ECC
• Single sided vs. double sided
• Single channel vs. dual channel
• Speed

Distinguish between the different display devices and their characteristics

• Projectors, CRT and LCD
• LCD technologies
• Connector types
• Settings

Install and configure peripherals and input devices

• Mouse
• Keyboard
• Bar code reader
• Multimedia (e.g. web and digital cameras, MIDI, microphones)
• Biometric devices
• Touch screen
• KVM switch

Summarize the function and types of adapter cards

• Video
• Multimedia
• I/O
• Communications

Install, configure and optimize laptop components and features

• Expansion devices
• Communication connections
• Power and electrical input devices
• Input devices

Install and configure printers

• Differentiate between printer types
• Local vs. network printers
• Printer drivers (compatibility)
• Consumables

Given a scenario, explain the troubleshooting theory

• Identify the problem
• Establish a theory of probable cause
• Test the theory to determine cause
• Establish a plan of action to resolve the problem and implement the solution
• Verify full system functionality and if applicable implement preventative measures
• Document findings, actions and outcomes

Given a scenario, explain and interpret common hardware and operating system symptoms and their causes

• OS related symptoms

Given a scenario, determine the troubleshooting methods and tools for printers

• Manage print jobs
• Print spooler
• Printer properties and settings
• Print a test page

Given a scenario, explain and interpret common laptop issues and determine the appropriate basic troubleshooting method

• Issues
• Plug in external monitor

Given a scenario, integrate common preventative maintenance techniques

• Physical inspection
• Updates
• Scheduling preventative maintenance
• Use of appropriate repair tools and cleaning materials
• Power devices
• Ensuring proper environment
• Backup procedures

Compare and contrast the different Windows Operating Systems and their features

• Side bar, Aero, UAC, minimum system requirements, system limits
• Windows 2000 and newer – upgrade paths and requirements
• Terminology (32bit vs. 64bit – x86 vs. x64)
• Application compatibility, installed program locations (32bit vs. 64bit), Windows compatibility mode
• User interface, start bar layout

Given a scenario, demonstrate proper use of user interfaces

• Windows Explorer
• My Computer
• Control Panel
• Command prompt utilities
• Run line utilities
• My Network Places / Home Group
• Location of basic network settings between OS versions
• Task bar / systray
• Administrative tools
• MMC
• Task Manager
• Start Menu

Explain the process and steps to install and configure the Windows OS

• File systems
• Directory structures
• Files
• Verification of hardware compatibility and minimum requirements
• Installation methods
• Operating system installation options
• Disk preparation order
• Device Manager
• User data migration – User State Migration Tool (USMT)
• Virtual memory
• Configure power management
• Demonstrate safe removal of peripherals

Explain the basics of boot sequences, methods and startup utilities

• Disk boot order / device priority
• Boot options

Summarize the basics of networking fundamentals, including technologies, devices and protocols

• Basics of configuring IP addressing and TCP/IP properties (DHCP, DNS)
• Bandwidth and latency
• Status indicators
• Protocols (TCP/IP, NETBIOS)
• Full-duplex, half-duplex
• Basics of workgroups and domains
• Common ports: HTTP, FTP, POP, SMTP, TELNET, HTTPS
• LAN / WAN
• Hub, switch and router
• Identify Virtual Private Networks (VPN)
• Basics class identification
• IPv6 vs. IPv4

Categorize network cables and connectors and their implementations

• Cables
• Connectors

Compare and contrast the different network types

• Broadband
• Dial-up
• Wireless
• Bluetooth
• Cellular

Explain the basic principles of security concepts and technologies

• Encryption technologies
• Data wiping / hard drive destruction / hard drive recycling
• Software firewall
• Authentication technologies
• Basics of data sensitivity and data security
• 2 Summarize the following security features
• Wireless encryption
• BIOS Security
• Password management / password complexity
• Locking workstation
• Biometrics

Outline the purpose of appropriate safety and environmental procedures and given a scenario apply them

• ESD
• EMI
• RFI
• Electrical safety
• Material Safety Data Sheets (MSDS)
• Cable management
• Physical safety
• Environmental – consider proper disposal procedures

Given a scenario, demonstrate the appropriate use of communication skills and professionalism in the workplace

• Use proper language – avoid jargon, acronyms, slang
• Maintain a positive attitude
• Listen and do not interrupt a customer
• Be culturally sensitive
• Be on time
• Avoid distractions
• Dealing with a difficult customer or situation
• Set and meet expectations / timeline and communicate status with the customer
• Deal appropriately with customers confidential materials